Manager, Housing Programs & Operations

Ryandale Transitional Housing; Kingston; On-site; CAD 90,000 - 120,000; Full time

Job summary

Ryandale Transitional Housing in Kingston, Ontario, seeks a Manager, Housing Programs & Operations to lead five residential properties and drive high-quality housing and support services. The role directs Assistant Managers, Case Managers, and staff, ensuring safe, trauma-informed, and client-centered care.

The successful candidate will oversee intake, placement, and program quality, collaborate with partners, and contribute to organizational planning.

Qualifications

• Three years of progressive leadership in housing or related services.
• Experience supervising multidisciplinary teams.
• Experience with intake, assessment, case management, and housing placement.
• Experience with quality improvement and performance management.

Responsibilities

• Provide oversight of Ryandale's five residential properties.
• Lead intake, waitlist, and placement processes.
• Oversee resident services and case management across houses.
• Coach and supervise staff; ensure program quality.
• Develop staff through onboarding and ongoing training.
• Ensure policy compliance and reporting to funders.

Skills

Leadership

Team development

Communication

Conflict resolution

Trauma-informed care

Data management

Problem solving

Education

Degree in Social Work / related field

OCSWSSW registration asset

Tools

Microsoft Office

Job description

About Ryandale Transitional Housing

Ryandale Transitional Housing provides safe, supportive housing and individualized programs that help residents build stability, independence, and successful pathways to permanent housing. Through a combination of transitional and supportive housing, Ryandale works alongside residents to address barriers, strengthen life skills, and achieve meaningful personal goals.

We are seeking an experienced, compassionate, and highly organized Manager, Housing Programs & Operations to provide leadership across our five residential properties and support the continued development of high-quality housing and support services.

Position Overview

The Manager, Housing Programs & Operations is responsible for the overall leadership, coordination, and quality of resident services and operations across Ryandale's five residential properties, including three transitional housing residences and two supportive housing residences.

This role provides direct leadership to Assistant Managers, Case Managers, and other assigned staff while ensuring programs are delivered consistently, safely, and in alignment with organizational policies, funding requirements, and best practices.

A key function of this position is overseeing the resident intake and placement process, including application review, waitlist management, assessments, admissions, and move-in readiness. The Manager ensures equitable and timely access to housing opportunities while supporting positive resident outcomes and program effectiveness.

The successful candidate will be a strong people leader who can supervise and develop staff, oversee program quality, manage complex resident situations, build community partnerships, and contribute to organizational planning and continuous improvement.

Key Responsibilities

Housing Programs & Operations

• Provide operational oversight of Ryandale's five residential properties.
• Ensure consistent implementation of policies, procedures, resident support practices, and program standards.
• Monitor housing operations, resident needs, staffing requirements, occupancy levels, and house dynamics.
• Support Assistant Managers and frontline staff in maintaining safe, welcoming, and well-functioning residences.
• Participate in emergency response, critical incident management, risk assessment, and follow-up activities.
• Identify operational challenges and recommend improvements to enhance effectiveness and resident outcomes.

Resident Intake, Waitlist & Placement

• Lead all aspects of Ryandale's intake and admissions process.
• Oversee the housing waitlist and ensure fair, transparent, and timely applicant review.
• Review housing applications and assess eligibility and program suitability.
• Conduct or coordinate intake interviews and resident assessments.
• Make final decisions regarding admissions, housing placement, and move-in readiness.
• Work collaboratively with staff to minimize vacancies and support successful resident onboarding.
• Maintain accurate, confidential, and compliant intake records and documentation.
• Monitor trends in admissions, occupancy, and demand to support program planning.

Resident Services & Case Management Oversight

• Oversee the delivery of resident support, service coordination, and case management services across all houses.
• Ensure residents receive person-centered, trauma-informed, and strengths-based support.
• Support an integrated approach to care through collaboration with internal staff and external service providers.
• Monitor resident progress, housing goals, transition plans, and program participation.
• Provide leadership and intervention in complex cases, crises, behavioral concerns, and escalated situations.
• Ensure appropriate referrals are made to housing, healthcare, mental health, addictions, employment, financial, cultural, and community support services.

Leadership & Staff Supervision

• Provide supervision, coaching, mentoring, and performance support to Case Managers and other direct reports.
• Establish clear expectations related to service delivery, documentation, resident engagement, and professional conduct.
• Conduct regular supervision meetings, performance reviews, and development planning.
• Support staff in collaborative problem-solving, conflict resolution, and crisis response.
• Promote a positive, accountable, inclusive, and supportive workplace culture.
• Participate in succession planning and leadership development initiatives.
• Provide operational coverage for other management functions when required.

Training & Professional Development

• Identify organizational and individual training needs.
• Coordinate onboarding, orientation, and ongoing professional development activities.
• Support staff development in areas including:
  • Trauma-informed practice
  • Harm reduction
  • Crisis intervention
  • Housing stability
  • Documentation standards
  • Boundaries and ethics
  • Conflict resolution
  • Resident engagement
• Maintain records of required training and certifications.

Human Resources & Workforce Planning

• Support recruitment, screening, interviewing, onboarding, and retention initiatives.
• Review and approve schedules, vacation requests, and staffing adjustments.
• Ensure adequate staffing coverage across all residences.
• Review and approve timesheets in collaboration with administration and finance staff.
• Support performance management processes and corrective action when required.
• Oversee and support student placements and volunteers.

Quality Assurance & Program Improvement

• Monitor program effectiveness, resident outcomes, and service quality.
• Develop, implement, monitor, and evaluate quality improvement initiatives.
• Collect and analyze resident and staff feedback.
• Identify trends, service gaps, and opportunities for innovation.
• Participate in program evaluation and reporting activities.
• Support development of policies, procedures, standards, and organizational best practices.
• Contribute to annual quality assurance planning and organizational reporting.

Documentation, Reporting & Compliance

• Ensure resident files and case management documentation are accurate, complete, and compliant.
• Monitor data collection and reporting requirements.
• Prepare regular reports related to resident outcomes, admissions, vacancies, incidents, staffing, and program performance.
• Ensure Serious Occurrence Reports and other required reports are completed and submitted appropriately.
• Support organizational reporting requirements for funders, community partners, senior leadership, and the Board of Directors.
• Promote compliance with privacy legislation, funder requirements, and organizational standards.

Health, Safety & Risk Management

• Promote a culture of safety across all residences.
• Ensure staff understand and comply with health and safety policies and procedures.
• Review incidents and implement corrective actions where necessary.
• Identify risks and develop mitigation strategies.
• Participate in organizational health and safety activities, emergency preparedness, and risk management planning.
• Ensure compliance with workplace safety, fire safety, violence prevention, and related legislative requirements.

Community Partnerships & Stakeholder Engagement

• Develop and maintain strong relationships with community agencies and service providers.
• Collaborate with housing providers, healthcare organizations, social service agencies, mental health and addictions services, Indigenous organizations, and employment supports.
• Represent Ryandale at community meetings, networks, and partnership initiatives.
• Support the development of partnerships that improve housing opportunities and resident outcomes.
• Serve as a key contact for community partners delivering services within Ryandale residences.

What You Bring

Education

• Degree or diploma in Social Work, Human Services, Community Services, Psychology, Housing, Mental Health, Addictions, or a related field.
• Registration with OCSWSSW or another professional regulatory body is considered an asset.

Experience

• Minimum three years of progressive leadership experience within housing, social services, supportive housing, community services, mental health, addictions, or a related field.
• Experience supervising multidisciplinary teams and supporting frontline staff.
• Experience with resident intake, assessment, case management, and housing placement processes.
• Experience in quality improvement, program evaluation, and performance management.
• Experience working with vulnerable or marginalized populations.
• Lived experience is welcomed and considered an asset.

Knowledge & Skills

• Strong leadership, coaching, and team development abilities.
• Demonstrated experience developing supervisors, managers, or team leads, not solely frontline staff.
• Excellent communication, conflict-resolution, and relationship-building skills.
• Strong understanding of trauma-informed, person-centered, and housing-focused practices.
• Working knowledge of community resources and systems of care.
• Sound understanding of HR principles, performance management, and employee relations.
• Strong analytical, organizational, and problem-solving skills.
• Ability to balance accountability with empathy and trust.
• Experience with data management, reporting, documentation standards, and performance measurement.
• Advanced proficiency with Microsoft Office, Outlook, Google Workspace, and client database systems.

Additional Requirements

• Satisfactory Vulnerable Sector Check.
• Current First Aid and CPR certification.
• Knowledge of WHMIS, Occupational Health & Safety, workplace violence prevention, and residential safety requirements.
• Ability to work occasional evenings and weekends as operational needs require.
• Valid Ontario driver's licence and reliable transportation are considered assets.

Why Join Ryandale?

At Ryandale, you'll have the opportunity to make a meaningful impact on people's lives by helping create safe housing, supportive communities, and opportunities for lasting change. You'll join a collaborative team committed to dignity, inclusion, accountability, and continuous improvement while helping residents build brighter futures.

Ryandale Transitional Housing is committed to equity, diversity, inclusion, and Indigeneity. We encourage applications from individuals with diverse backgrounds, identities, experiences, and lived expertise.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.